Seasonal Customer Service Advisor (FTC) - Remote Working

The White Company; United States; Remote; GBP 18,000 - 24,000; Full time

Benefits offered by this job

20 days holiday

25% product discount

Pension after 3 months

Job summary

The White Company is seeking a Customer Service Advisor for a fixed-term Christmas season. You will be the first point of contact, answering inquiries, solving issues, and recommending products across voice, email, chat and socials.

Role requires dedication to delivering excellent service, following PRIDE values, and completing a three-week induction before starting. Remote role with equipment checks and training provided.

Qualifications

• Experience in customer service preferred.
• Strong written and verbal communication skills.

Responsibilities

• Be the first point of contact for customers via calls, emails, chat and social channels.
• Deliver helpful product recommendations and resolve issues to completion.
• Maintain accurate customer records in the Case Management System.
• Represent The White Company values (PRIDE) in every interaction.

Skills

Customer service

Communication

Problem solving

Tools

CRM software

Job description

Christmas Starts With You… Christmas is a very special time at The White Company and we need you to help spread the magic to our customers! You will be delivering PRIDE – our company values – at our most important time of year with your Dedication to your seasonal support and Passion for providing our special customers with excellent service.

As a Customer Service Advisor, you will work within our Operations Call Centre and be our customers’ first point of contact. You will be responsible for answering their inquiries, solving any issues, and making product recommendations.

Our customers are what matter most: being genuine, supportive, and taking responsibility for seeing issues through to completion is a key role requirement, as is a passion for delivering excellent customer service.

This is a fixed-term contract role to cover our busiest peak months leading up to and including Christmas, so come and join us throughout this magical season.

We have 4 intakes, and the first remote intake is set to start on 21st September. Please note: due to providing all new CSA's with an intensive three-week induction, we are unable to hire outside of these dates.

As this is a remote role, you must have access to the following to be considered for this position:

• A working Windows 10 (minimum) laptop or desktop – (No Macs or Google Chromebooks/Notebooks, these will not support our internal Apps)
• A headset with a mic and mouse
• A minimum of 40GB hard drive and 16GB memory on your device.
• A processor that is or equivalent to: i5 Intel 8th Generation or AMD Ryzen 5.
• A consistent and reliable Wi‑Fi connection with a minimum speed of 20Mpbs (you will be required to provide proof via Speedtest.net).
• A mobile phone that supports the Microsoft Authenticator App
• A private, distraction‑free workspace where you can take calls uninterrupted

If you are invited to the first-stage interview, you will be required to email a picture of your setup before we can proceed with your application.

• This is a 37.5-hour a week contract,
• You will be required to work a rotating three-week shift pattern and be fully flexible to work between the hours of 8 am and 10 pm as well as 1 in 3 weekends,
• If put through to the interview stage and, if successful, you will be required to attend an interview/training via video.
• You will receive 3 weeks of full training to start your role with confidence. This training is mandatory for your success in this role.

What You’ll Be Doing

Customer Service

• Build enduring customer relationships with effortless, valuable interactions,
• Taking ownership of customer contacts across our channels. This is predominantly voice but includes emails, chat, and socials,
• Striving to deliver first contact resolution to ensure high levels of customer satisfaction,
• Adhering to the company guidelines when interacting with customers,
• Maintaining accurate customer records within our Case Management System.

Brand Ambassador

• Having a passion for our product,
• Being actively engaged with our internal communications, training, and processes,
• Interacting with our customers in line with our quality assurance framework,
• Working collaboratively with your team,
• Achieving KPI’s and objectives that align with our PRIDE values and customer service strategy.

Performance

• Delivering contact centre and customer service KPI’s including call handling time and quality assessment,
• Confidently use a variety of systems,
• Taking ownership of your development by attending regular 1:1s and being responsive to feedback,
• Adhering to schedules and carrying out tasks as required.

What We Offer You

At The White Company, we value our employees for always going the extra mile for every one of our customers; we reward this with great benefits and competitive salaries.

• 20 days holiday (pro rata / dependent on contract),
• 25% discount off our products (dependent on contract),
• Pension – after three months, you will be auto-enrolled into the scheme with an employer & employee contribution in line with statutory requirements.